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Peoplecert ITIL 4 Specialist: High-velocity IT Sample Questions:
A new digital service is being designed. The team needs to make sure the service will meet agreed response times, availability targets, and support hours expected by customers.
Which practice should take the LEAD in defining and agreeing these targets?
- A. Deployment management
- B. Problem management
- C. Service level management
- D. Incident management
Correct Answer: C 🗳️
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What is the BEST way for a software development organization to encourage ethical behaviours?
- A. By defining policy that requires ethics to be considered by staff
- B. By running workshops where people discuss scenarios that have ethical significance
- C. By using machine learning algorithms to take decisions, instead of relying on people
- D. By using agile methods to ensure people focus on the detail of each individual sprint
Correct Answer: B 🗳️
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Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?
- A. Create separate channels for incidents and requests so that issues affecting customers can be prioritized, tracked more effectively, and resolved without being lost among routine service requests
- B. Integrate the communication channels to enable the sharing of information and consistent support across channels
- C. Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
- D. Improve user training so that they provide all the information that is needed whenever they contact the service desk
Correct Answer: B 🗳️
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What does a digital organization have to do to create or maintain a competitive advantage?
- A. Deliver innovative new products and services quickly and reliably
- B. Change how the IT function develops products and services
- C. Use digital products to automate interactions with consumers
- D. Provide multiple, integrated support channels for products and services
Correct Answer: A 🗳️
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An IT department has reduced its lead time for releasing application changes by using continuous integration
/continuous delivery (CI/CD). However, there are still delays, particularly at the start of projects as developers wait for environments to be created.
How can the ' deployment management ' practice be utilized to minimize these delays?
- A. By using blameless post-mortems to identify ways to improve deployments
- B. By authorizing multiple application deployments per day
- C. By automating the deployment of infrastructure
- D. By using ChatOps to improve collaboration during deployment
Correct Answer: C 🗳️
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